1. James Middlebrook
Operational Delivery Manager
Phone: 07872 548 847| Email: jamesmiddlebrook78@gmail.com
Professional Profile
A disciplined, resilient and dedicated professional with a broad range of operational management
experience and a strong track record of delivering both performance and morale improvements, delivering
high profile project work packages and managing fast developing operational risk.
Proven to be effective in large public sector and volunteer focused environments, well used to partnership
working and delivering against demanding service level agreements. Comprehensively adept at
managing large numbers of staff operating across large geographical areas as well as leading, motivating
and inspiring dedicated teams to achieve solid results. A strong communicator, who is able to interface
and converse effectively with all levels of internal and external organisations. Adapts quickly and
positively to change and has been formally commended for effective decision-making under extreme
pressure.
Objective
Interested in a challenging service or operational delivery role to build on my extensive operational
management experience.
Career Summary
Service Delivery Manager Hertfordshire Police 2015 – Current
 Highly accountable operational manager with service delivery responsibility in business-critical,
emergency response operations across the south of the county
 Direct accountability for staff performance against targets
 Responsible for ongoing management of significant risk
Key Performance Highlights
 Overcame significant resource challenges, maintaining front-end service levels through intelligent
redeployment of staff
 Direct report to Regional Manager
Area Operations Manager, Metropolitan Police Service 2013 – 2015
 Responsible for pan-London teams tasked with driving down criminal gang activity on the public
transport network
 Worked in partnership with Transport for London, working to maintain key relationships and drive
delivery against expectations set out in a special service agreement
 Proactively identifying deskilled employees, undertaking training gap analysis and introducing clear
performance measures in order to fully develop staff and enable them to achieve their full potential
Key Performance Highlights
 Significantly leveraged employee morale and dramatically improved attendance rates
 Development of number of highly sensitive work strands, winning senior support through the timely
submission of comprehensive business cases

2. Project Team Leader, Association of Chief Police Officers (Secondment) 2012 - 2013
 Overseeing the work of 6 project team members tasked with various work packages around
resourcing highly specialist staff ahead of the Olympic Games
 Establishing and implementing robust project control procedures to ensure that quality of core service
was not eroded in an effort to achieve time and cost benefits
Key Performance Highlights
 Delivered all work packages on, or ahead of time despite significant challenges
 Discovered significant security challenges that were outside of scope, providing comprehensive
plans to project management, allowing risk to be controlled and highly sensitive delivery timelines to
be met
Area Operations Manager, Metropolitan Police Service 2010 - 2012
 Responsible for the operational performance of approximately 150 frontline volunteer staff
 Managed the recruitment, retention and professional development of volunteer staff charged with
working in difficult and dangerous working environments
 Oversight of all duty plans to ensure efficacy of deployment.
Key Performance Highlights
 Successfully delivered a significant recruitment initiative that increased workforce from 150 to 400
staff and did so six months ahead of organisational expectations
Operational Team Leader, Metropolitan Police Service 2003 - 2010
 Operational Team Leader with personal responsibility for operational delivery at local level.
 Oversight of local performance, discipline and training management.
 Responsibility for immediate public and press liaison around daily business
Key Performance Highlights
 Completed timely performance reviews for all staff
 Built strong working relationship with the local authority
Professional Development
 Qualified fitness instructor  Advanced driving certifications
 First Aid at Work certified
 Diversity awareness training
 Emergency Planning
 Risk Management training

Hobbies and Interests
Currently Include: Personal fitness training and regular fundraising activity for a range of causes.